Vikash Rana
@vikashrana
I am an IT support analyst specializing in systems, networks, and AWS cloud support.
IndiaWhat I'm looking for
I am an IT support specialist with over three years of hands-on experience providing Level 1 and Level 2 support across systems, networks, and cloud platforms. I focus on timely resolution, escalation, and customer satisfaction in 24x7 support environments.
I have handled 30+ daily tickets and managed Office 365 accounts, VPN and firewall support, and incident lifecycle from logging to closure. I implemented secure AWS deployments including EC2, VPC, and load balancing and have practical experience with Docker, Linux, NGINX, and Python. In a prior role I improved incident response time by 30% and mentored new hires on technical support best practices.
I am looking to apply my troubleshooting, cloud, and systems expertise to a collaborative team where I can continue to grow into DevOps and cloud engineering responsibilities.
Experience
Work history, roles, and key accomplishments
IT Application Support Analyst
Zouma Consulting Services
Feb 2025 - Present (1 year 4 months)
Provided Level 1 and 2 support across LAN/WAN environments, responding to 30+ daily tickets and managing incident lifecycles to ensure timely resolution and user communication during outages.
Sr. Technical Analyst
Concentrix
May 2023 - Feb 2025 (1 year 9 months)
Delivered L2 technical support to enterprise clients, troubleshooting hardware/software for 300+ employees and managing Office 365 accounts to maintain service continuity and timely updates during outages.
Technical Analyst
eClerx
Jun 2022 - May 2023 (11 months)
Analyzed and resolved complex technical issues, improving incident response time by 30% and mentoring new hires on support best practices to boost customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Indrashil University
Bachelor of Engineering, Engineering
2018 - 2022
Activities and societies: DevOps with AWS Training
Completed a Bachelor of Engineering at Indrashil University from June 2018 to June 2022.
Availability
Location
IndiaAuthorized to work in
Job categories
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